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Betsafe Casino - Delay in getting my withdrawals

RESOLVED

Complaint Info

Disputed casino

Betsafe Casino

Amount

$ 911.92

Posted on January 29, 2024

I am a first time user, profile verified but I am already having a frustrating and regrettable time using your betting platform. I initiated a withdrawal 48hrs ago and my bank account is still yet to be credited. Using your betting platform is nothing but a regret to me and I am beginning to think you guys are nothing but a scam. I will never introduce anyone to Betsafe and I am going to sue you guys legally if I don’t receive my money.

AskGamblers
Posted on January 29, 2024

Dear @abimbolabamidele04,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on January 29, 2024

The total initiated withdrawal is $911.92 CAD

Posted on January 29, 2024

Hi ABIMBOLABAMIDELE04,

My name is Roger and I am the Betsafe Customer Support Manager.

I would like to start first and foremost with confirming that there is no such thing as a scam, and that although I can see that you have been repeatedly in contact with our Customer support via both chats and emails, and the timeframes and status was always correctly explained to you in great detail, there is still some lack of clarity, so I will once more clarify the timeframes for the withdrawals and bank transfers.

Allow me to point out that all this information is also available on our FAQ pages, which I invite to consult directly from site or as attached here.

As can be seen, we do state that a withdrawal request would normally be approved and processed within 24 hours, and once it is processed from our side, this in no way means that it is immediately available in customers' bank account, but as any bank transfer transaction may take between 2 to 7 bank days, before the receiving bank will credit this sum into the customers' account. As anyone can see, this is a very normal and standard timeframe.

This clarified, I would now go into more detail on your specific case, as I do need to highlight out some important points.

You have stated that you made a withdrawal requests for a total of CAD 911.92 which is not exactly correct, as you have submitted 3 separate withdrawal requests, on Friday the 26th January, two of which for the sum of CAD 100 each, one at 17:14 and the second one at 17:41 CET and only later at 22:10 CET made a third withdrawal request of CAD 711.92 so although they do sum up to the same total, we are looking at 3 separate and distinct transactions, not just one. I also need to point out that you immediately initiated contacting our support way before the 24 hours from the first withdrawal request had passed, actually at 18:55 so just over an hour after the second one and you were immediately replied to at 19:16 with the correct information:

Hi Abimbola,

Thank you for contacting us regarding your withdrawals.

After taking a look at your pending withdrawals, we can confirm that they look to be alright and are currently being processed.

We attempt to process all withdrawals as soon as possible however, it may take up to 24 hours. We understand that fast withdrawals are a big part of the great gambling experience and we always do our best to process them as quickly as possible.

In the rare eventuality that this time frame is exceeded, please do not hesitate to contact us and we will look into it.

We thank you for your patience and hope you have a lovely weekend.

Best regards,

Petri

Betsafe Customer Service.


So even now, with a clear reply with clear information via email, you contacted on chat few minutes later at 19:31 asking the exact same thing although you clearly were aware that just over an hour had passed from the request, which you yourself mention, and again, you are correctly informed that it should normally take 24 hours:

Abimbola <last name removed>: I have two pending withdrawals

Emma: Yes, I understand your query and am checking it right now!

Abimbola <last name removed>: It’s now over an hour and still pending

Emma: Yes

Abimbola <last name removed>: Is this how bad your service is? In other betting platforms, withdrawal is instantly

Emma: Thank you for waiting with me, After taking a look at your pending withdrawals, we can confirm that they look alright and are currently being processed.

We attempt to process all withdrawals as soon as possible however, it may take up to 24 hours. We understand that fast withdrawals are a big part of the great gambling experience and we always do our best to process them as quickly as possible.

Abimbola <last name removed>: So I will be credited how soon?

Emma: Unfortunately I do not have an exact timeframe of this but it usually is quicker than 24 hours!

At this point, there can be no doubt as to the timeframes and status, however once more you made contact on chat on the 27th at 05:39, so again, way before the 24 hour timeframe given, which in some way could still be understandable, but for the tone and type of statements which are really gratuitous and abusive:

Noah: Hi Abimbola, welcome to the chat. How can I help you today?

Abimbola <last name removed>: What the hell is wrong with your betting platform? The worst I have ever come across

Abimbola <last name removed>: I regret register with your betting platform

Noah: Sorry to hear that you feel this way, is there anything I can help you with?

Abimbola <last name removed>: My withdrawals has been on pending for over 12hrs

Abimbola <last name removed>: I requested for 3 withdrawals and till now none has been successful. I am dragging you guys in X by tomorrow if I don’t receive my payments

Noah: We try to process all transactions as soon as possible but sometimes we do manual checks and it might take up to 24 hours for our Payments department to process the transaction. We understand that fast transactions are a big part of a great gambling experience and we always do our best to process them as quickly as possible, but I will have to ask you to please wait up to 24 hours and if there is no update by then, you very welcome to contact us again.

Abimbola <last name removed>: Same shitty response I have been getting

Abimbola <last name removed>: Your betting platform sucks

Noah: Sotty about this taking sometime, as mentioned we have procedure that might take up to 24 hours, what I can do for you is send the relevant department a notification regarding this and ask them to prioritize your withdrawals if you want me to.

Abimbola <last name removed>: Prioritize my withdrawals and make me get my money soonest or else you guys will trend for this shitty service on X

Now I will refrain from sharing further contacts as we are now looking at over 22 contacts between chats and emails in just over 48 hours, and due to the fact that the tone and abuse is definitely inappropriate.

I will just reconfirm that although some manual checks were necessary to approve the withdrawal, which therefore was taking over the 24 hours we aim for, at all times you were being given information about these standard security checks, due to which they were eventually processed early today.

At this point, these funds are on their way to your bank account and as I have clarified earlier, will take between 2 to 7 bank days to reach your bank account.

It goes without even saying that it is beyond doubt that these funds you will receive, obviously in due time and keeping in mind that the crediting on your bank account is significantly impacted by your own bank processing times over which we have no control over.

Having clarified that there is no scam and that the funds have been successfully processed and everything calrified beyond any possible further doubt, I believe this complaint is now resolved.

Regards

Roger

Betsafe Customer Support Manager.

Posted on January 29, 2024

The complaint is unresolved until my bank account is credited. There are other betting platforms with instant withdrawal and bank crediting. Thought your platform is one of them and that made me register to use your platform.

Posted on January 30, 2024

Hi again,

As previously stated, our processing timeframes are public and visible on all our pages, both in the FAQs and also both at the Deposit page and the Withdrawal requesting page, for anyone to see and consult before registering, playing, depositing and withdrawing. I once more reconfirm that the payment was processed from our side and sent to the receiving Bank, it is therefore now down to the Bank to process and credit on the customer Bank account.

I do hope that this once more helps clarify.

Regards

Roger

Betsafe Customer Support Manager

AskGamblers
Posted on January 30, 2024

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.